Articles Of BPO Industry

Home »  Articles Of BPO Industry

How IVR Fulfils The Great Expectations Of Your Customers

Give what your customer needs:
Who according to you is a happy customer? Well, there is one customer who does not take the trouble of contacting you very often and there is another who prompts his near and dear ones to make a purchase from you. As a service provider, you would be more than happy to entertain referrals from your existing customers. Either ways, you accept that you depend on your contact center to make sure that your customers get the best in terms of services. No matter what it takes, an enterprise owner needs to focus on the happiness of its customers.

Businesses keep on finding new ways to leverage on the services provided by call centers for enhancing the happiness of their customers. However, enterprises hardly realize that being available for one’s customers is much more valuable than providing them with the discount offers that cannot be utilized by them on a daily basis. Definitely, the availability of your agents in the time of need contributes to their overall happiness. This is the reason organizations depend a lot on their call center partners. Companies need to adopt a round-the-clock approach towards their customers to develop relationships with them.

Someone associated with an activity like help desk support services hears the queries of his customers on an everyday basis. However, people take do not take the trouble to actually understand what a customer is going through. Nothing scores over personal touch for a caller who expects you to listen to him. All what they need is someone to whom they can pour out their heart. After all, your customer is entitled to his share of attention. Personal touch is something that is missing from the existing call center services.

Is it time to deploy IVR?
Businesses hardly realize that their customers are not going to wait for them in the present era of tough competition. To cut the long story short, achieving another level of service excellence is the need of the hour for many organizations. In this regard, a robust Interactive Voice Response system proves to be one of the biggest assets of a company. The service enables the integration of your phone system with call automation solutions.

Interactive voice response is a mode of self-service that enables automatic communication between you and your customers. The purpose of a call ranges from gathering information about the services offered by your organization to making a purchase. However, the biggest question is when should a company deploy voice response services?

    • Demand of situation: With the growth of your organization, the number of customers to whom you provide services also increases. Often, it becomes difficult for your workforce to handle too many customers. This especially holds good for global organizations that have to look after thousands of customers across the globe. As a service provider, you need to understand that the workforce employed by you would not be able to do justice all the customers who look to you for some or the other reason.
    • Profit perspective: Often, setting up an in-house IVR platform costs much more than contracting out the same to an IVR service provider. This implies that you can indirectly manage customer relationships as well as profits. You need not take care of any kind of expenditure. In addition, you would be able to make use of advanced services without any difficulty. Simultaneously, you also save on the cost of infrastructure and the compensation that needs to be paid out to your workforce.
  • Increase in process efficiency: IVR services allow you to focus on your business. You have a wonderful opportunity to focus on your niche while your customers are satisfied because they have access to a convenient and trouble-free service option.

In today’s age where economic instability and competition has plagued the business world like anything, a business owner cannot afford to give a miss to round-the-clock services. It may sound unusual, but a lot of companies go out of business simply because of their inability to meet the expectations of customers.